hp hardware support onsite global next day response

Transcription

1 hp care pack hp hardware support onsite technical data hp hardware support onsite global next day response service overview benefits to you service highlights HP s global next day response service provides the mobile computer user with a hardware support solution for their new HP Portable Product that is easy, convenient, and honored in all of HP s Tier 1 Global countries Listed in table 1. This service coverage is available for selected HP and Compaq branded products and includes as locally available a next business day on-site response with local participating country problem diagnosis in support of hardware problem resolution during the local country s standard office hours and days. Increased system uptime Convenient onsite support even when traveling Local country local language telephone support option within business hours and business days High quality support backed by HP Multinational geographic coverage to match your travel habits Backed by HP s award-winning service and support Global coverage: Service available in over 50 countries Local country local language remote hardware problem diagnosis and support within local business hours and business days Onsite hardware support Next business day response as locally available Materials and parts included specifications table 1. service features feature Global coverage delivery specifications HP will honor requests for this service as described below in the following Tier 1 Global Countries: Argentina, Australia, Austria, Belgium, Bolivia, Brazil, Canada, Chile, China (Peoples Republic), Colombia, Czech Republic, Denmark, Ecuador, Egypt, Finland, France, Germany, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Luxembourg, Malaysia, Mexico, Netherlands, New Zealand, Norway, Peru, Philippines, Poland, Portugal, Puerto Rico, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States, Venezuela, Vietnam. The above country listing is subject to change without notice. Actual response times may vary in different geographic locations.

2 table 1. service features (continued) feature Remote problem diagnosis and support delivery specifications After placing a call via a designated HP support telephone number, HP will work with you to isolate the hardware problem as well as provide basic technical hardware assistance for installation, product configuration, setup, problem resolution and normal operation of select HP products. Prior to any onsite assistance, HP may initiate and perform remote diagnostics using electronic remote support tools where available to access your equipment or other means available to facilitate remote problem resolution. Upon experiencing a hardware problem outside the country of purchase, you must first telephone HP for assistance within local business hours and business days at the local phone numbers provided under Contact Us on Onsite hardware support For technical issues that cannot be resolved remotely, an HP authorized representative will provide technical support on the covered hardware products, subject to the limitations set forth in Table 2 below, to return them to operational condition. HP may, at its sole discretion, in lieu of repairing the product, elect to replace such products. Replacement products are new or equivalent to new in performance; replaced products become the property of HP. Services requested outside the country of purchase are limited to the base unit product only. Accessories such as docking stations or port replicators and monitors are provided only in the country of purchase. In addition, HP may install available engineering improvements on your system to ensure proper operation of the hardware products and maintain compatibility with HP-supplied hardware replacement parts. HP may install any firmware updates, which are required to ensure supportability of your equipment. Materials HP provides all supported parts and materials necessary to maintain your hardware equipment in operating condition including parts and materials for available and recommended engineering improvements. Replacement parts are new or equivalent to new in performance; replaced parts become the property of HP. If a problem is an easily replaced piece of hardware, such as a hard disk or memory, HP may be able to express ship a replacement part to you. This saves you time and gets your hardware back in operation as quickly as possible. Specialized language/country specific parts such as non-international English keyboards, non-local language keyboards, or some localized power supply parts may take 3 weeks to ship and clear customs, depending on country of origin and country of receipt. Coverage window The coverage window specifies the time during which services are delivered onsite or remotely. Calls received outside this window will be logged the next day for which you have a coverage window. Service is available between 8:00 am and 5:00 pm, Monday through Friday excluding HP holidays (may vary by geographic location) or the applicable standard business hours and standard business days of the participating country where the service is requested. Onsite response time If onsite response is required, the response time specifies the time from when your service request is received and logged with HP until the HP representative arrives at your site if this time lies within the specified coverage window. If necessary, an HP authorized representative will arrive at your site to begin hardware maintenance service the next day after your call has been logged and for which you have a contracted coverage window. Local restrictions, such as service travel areas and standard business hours and response times are dependent on the standard restrictions and response times of the country where hardware support is requested. Check with the local office for detailed coverage hours and response times.

3 table 2. service level service level Global next business day response, standard business hours delivery specifications An HP authorized representative will arrive at customer s site to begin hardware maintenance service between 8:00 am and 5:00 pm local time during the next business day after a call is logged, Monday through Friday, excluding HP holidays. Calls received outside the local standard business hours or days will be logged the next business day and then serviced the following business day. When traveling outside of the country in which you purchased your covered product HP will: Provide you with the current HP country call center telephone number under Contact Us on Accept your calls in the country of travel from you or your company s internal help desk. Diagnose to the hardware failure level, however only services on the base unit is provided. Services for accessories such as docking stations or port replicators and monitors are only provided in the country of purchase. Arrange for Next Business Day response service at your location in a participating country, or deliver a replacement part as needed (Customer call must be placed during the Standard Office Hours and Days applicable in the country location.) Provide the parts required for repair per the hardware specification limited to the extent that localized parts are available in the HP Global country of travel. Local restrictions, such as service travel areas and standard business hours and response times are dependent on the standard restrictions and response times of the country where hardware support is requested. Check with the local office for detailed coverage hours and response times. If traveling outside the country of purchase, the above deliverables will be provided only if the country where services are requested is a participating country (See Table 1). HP will not honor requests for services in countries that are not included in this list. CPU only coverage For eligible PC products CPU only coverage may be available. HP Care Pack services with CPU only coverage do not extend the specified service level to the monitor or docking station. travel zones While subject to local availability and travel definitions in participating countries, the next day onsite response time included in this service usually applies only if your site is located within 100 miles (160 km) of a primary HP Support Responsible Office. Travel to sites located within 200 miles (320 km) of your primary HP Support Responsible Office is provided at no additional charge. If your site is more than 200 miles (320 km) from the primary HP Support Responsible Office, you will be charged for travel based on the distance to your location. Travel zones and charges may vary in some geographic locations. Response times to sites located more than 100 miles (160 km) from a primary HP Support Responsible Office will have the following modified response times for extended travel: distance from primary hp support office response time miles ( km) 1 additional day* miles ( km) 2 additional days* beyond 300 miles (480 km) Established at time of order and subject to resource availability *Travel zone definition and corresponding response times varies in participating countries. Check with the local office for details.

4 service limitations customer responsibilities At HP s discretion service will be provided using remote diagnosis and support, services delivered onsite or other service delivery methods, or a combination of these. Other service delivery methods may include the delivery via a courier of customer replaceable parts such as a keyboard or mouse or for some products an entire replacement unit. An onsite response time commitment will not apply if the service can be delivered via the use of remote diagnosis or remote support or other service delivery methods as described above. HP reserves the right to remove the unit from the customer s site to effect the repair. HP will determine the appropriate delivery method required in order to provide effective and timely customer support. Services requested outside the country of purchase are limited to the base unit only. Services for accessories such as docking stations or port replicators and monitors are only provided in the country of purchase. Services such as, but not limited to, the following are excluded from this service: Recovery or support of the operating system, other software, and data Troubleshooting for interconnectivity or compatibility problems Services required due to failure of customer to incorporate any system fix, repair, patch, or modification provided to the customer by HP Services required due to failure of the customer to take avoidance action previously advised by HP User preventative maintenance Travel zones and charges may vary in some geographic locations. If parts needed for the repair, especially specialized language/country specific parts, are not available the Customer has the following options: Wait for the parts to be shipped from the country of original product purchase. Accept the replacement of a failing foreign part with a local part (e.g. English/American keyboard). Wait for service until they return to the country of original Product purchase to have the product serviced. The customer must register the HP Care Pack and covered hardware as set forth in the HP Care Pack support service agreement. Customer will: Run any applicable customer executable diagnostics prior to notifying HP of a malfunction in the hardware product Promptly notify HP of a malfunction in the hardware product Provide unit serial number Be available for the onsite service engineer or courier delivery of the parts and provide the local address and phone number In addition the customer will be required, upon HP's request, to support HP in resolving the problem remotely by: Providing all information necessary for HP to deliver timely and professional remote support and/or to enable HP to determine the level of support eligibility, starting self tests and/or other diagnostic tools and programs Performing other reasonable activities to help HP identify or resolve the problem The customer is responsible to install customer replaceable parts and replacement units delivered by courier in a timely manner.

5 coverage for more information HP Hardware Support Onsite Global Next Day Response covers the HP or Compaq branded hardware product it was purchased for, all HP-supplied and HP or Compaq branded internal components (such as HP Jetdirect cards, memory, and CD-ROMs), as well as attached HP or Compaq branded accessories purchased together with the main product such as mouse, keyboard, docking station and monitor. CRT monitors with more than 17" or flat panel monitors with more than 15" will not be covered. For HP Care Pack services with CPU only coverage, monitors and docking stations will not be covered under this service. Services requested outside the country of purchase are limited to the base unit only. Services for accessories such as docking stations or port replicators and monitors are only provided in the country of purchase. Non-HP branded options are not covered under this service. Consumable items including, but not limited to, batteries and Tablet PC pens, maintenance Kits and other supplies, user maintenance and non-hp devices are not covered. If consumables are provided by HP in order to establish whether repair has been effected because Customer has none available, then HP may charge for such consumables at its then prevailing rate. For components that are discontinued, an upgrade path may be required. HP will work with the customer to recommend a replacement part. Not all components will be covered in all countries due to local support capabilities. For more information on HP Care Pack services, contact any of our worldwide sales offices or resellers or visit our worldwide Web site on the internet at:

6 2003 Hewlett-Packard Development Company, L.P. HP Support Services are governed by Exhibit SS5 and the HP Terms and Conditions of Sale and Service, HP Business Terms or HP Global Agreement. The information contained herein is subject to change without notice and is provided as is without warranty of any kind. The warranties for HP products are set forth in the express limited warranty statements accompanying such products. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 03/ EN

HP Hardware Support Onsite Next Day Response This HP service provides high-quality remote and onsite support for your HP and Compaq branded hardware, and other eligible third party hardware products that

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